Terrance A. McDermott
St. Louis,MO
Summary
Accomplished telecommunications leader recognized for exceptional performance ratings and awards. Expertise in managing complex operations, enhancing interdepartmental collaboration, and implementing effective solutions to optimize technician workflows. Dedicated to driving operational excellence and achieving organizational goals in dynamic environments.
Overview
27
27
years of professional experience
Work History
Sr Specialist - RAN Engineering
AT&T Mobility
St Louis, Missouri
11.2025 - Current
- Categorized trouble tickets from non-service impacting issues to full outages, ensuring correct assignment.
- Assessed whether tickets necessitated vendor dispatch using established key performance indicators.
- Partnered with various departments to improve FirstNet dispatch operations functionality.
- Delivered prompt dispatch of SATCOLTs and CRDs for first responder agencies requiring Band 14 coverage.
Load Balance Manager – National Dispatch Center (NDC)
AT&T Mobility
Ferguson, USA
07.2014 - Current
- Oversaw workload management and travel routing for 50 technicians across 2,851 cell sites, ensuring optimal resource allocation.
- Dispatched field technicians for ongoing service outages and demand-related tickets.
- Managed active trouble ticket system using Ericsson’s Force Load Manager and AOTS-M.
- Resolved discrepancies in ticket handling between AOTS-M and Force Load Manager, improving accuracy in dispatch operations.
- Reassigned technicians to address fluctuating workload requirements effectively.
- Assigned non-service affecting tasks including site acceptance, audits, and compliance tickets.
- Coordinated with management to support timely achievement of leadership goals.
Sr. Specialist - Network Administation
AT&T Mobility
St Louis, Missouri
06.2021 - 10.2025
- Coordinated dispatch of cell tower repair and maintenance work orders to vendor partners, ensuring timely resolutions.
- Processed electronic request forms to secure cell equipment from spares staging locations, supporting site repair operations.
- Collaborated with supply chain to develop and design parts ordering application, streamlining parts acquisition process.
Senior Reports Clerk – Licensing-Fleet Operations (GFO)
AT&T Fleet Ops
St. Louis, USA
08.2012 - 07.2014
- Processed yearly renewals of fleet license plates and permits for CO, DE, HI, MI, MS, and the District of Columbia, ensuring compliance with state regulations.
- Facilitated replacement of lost or misplaced registrations and plates based on client requests, maintaining accurate vehicle records.
- Coordinated state-to-state transfers, including vehicle re-titling and re-plating, to ensure seamless transitions for clients.
- Supported various business functions, including title corrections and database updates.
Service Order Writer – National Back Office (NBO)
AT&T Operations
Olivette, USA
04.2000 - 08.2012
- Originated service orders based on customer and vendor requests for telephone, DSL, and U-verse services, facilitating timely service delivery.
- Processed changes to wireless service, aligning with customer needs to enhance satisfaction.
- Created and updated customer records across multiple company systems, ensuring high data accuracy and integrity.
Service Order Writer - Manager’s Assistant (NBO)
AT&T Operations
Olivette, USA
03.2004 - 06.2009
- Resolved inquiries from 16 order writers on methods and procedures, enhancing task clarity.
- Created tracking forms for work types, quotas, and productivity, facilitating better performance analysis.
- Maintained workload quantities and order quotas using daily spreadsheets for each service order writer.
- Prioritized work inflow based on due dates, ensuring balanced distribution among team members for efficiency.
- Provided on-the-job training to co-workers in both individual and group settings for new projects.
- Evaluated service orders for accuracy, providing management with weekly performance reports.
- Compiled cumulative monthly and yearly figures, detailing work types and identifying errors.
AT&T Sales Agent - Pacific Telesis Region (CA & NV)
AT&T Operations
Olivette, USA
07.1999 - 04.2000
- Sold communication products and services to customers through targeted outbound telemarketing campaigns, enhancing customer reach.
- Assessed customer needs to recommend tailored additional products and services, driving customer satisfaction and sales.
- Led team support in resolving billing issues, assisting agents with complex cases and managing calls to ensure customer issues were addressed.
Education
Community College -
Meramec Community College
Kirkwood, MO01-2006
High School -
South Technical High School
Sunset Hills, MO01-1997
High School -
Rockwood Summit High School
Fenton, MO01-1995
Skills
- Project management tools
- Hyperion financial management
- CRM software
- Windows operating systems
- Microsoft Office Suite
- Six Sigma yellow belt certification
- 10-key data entry
- Typing proficiency
Awards
- Best of the Best Award Recipient, 2007, AT&T Corporate Call Center, St. Louis MO
- Best of the Best Award Recipient, 2001, AT&T Corporate Call Center, St. Louis MO
Timeline
Sr Specialist - RAN Engineering
AT&T Mobility
11.2025 - Current
Sr. Specialist - Network Administation
AT&T Mobility
06.2021 - 10.2025
Load Balance Manager – National Dispatch Center (NDC)
AT&T Mobility
07.2014 - Current
Senior Reports Clerk – Licensing-Fleet Operations (GFO)
AT&T Fleet Ops
08.2012 - 07.2014
Service Order Writer - Manager’s Assistant (NBO)
AT&T Operations
03.2004 - 06.2009
Service Order Writer – National Back Office (NBO)
AT&T Operations
04.2000 - 08.2012
AT&T Sales Agent - Pacific Telesis Region (CA & NV)
AT&T Operations
07.1999 - 04.2000
Community College -
Meramec Community College
High School -
South Technical High School
High School -
Rockwood Summit High School